Job Description

Customer Service Officer

We are currently working with an Australian leader in the Financial Services/Wealth Management space based in Melbourne's Inner East to help them find a Case Management Specialist. You will get the chance to work with a fantastic working culture that is supportive of career growth and providing opportunities in a fast-moving environment.

The position is an integral part of the Operations division that will provide case management services to all stakeholders of the business.

Responsibilities

The role reports to the Senior Manager Operations and will work closely with the other case managers whose responsibilities will include:

Action and resolve expressions of dissatisfaction in line with the Group Policy

Review and calculation of compensation where remediation is required in line with the Group Framework

Ensure the accuracy and integrity of expression of dissatisfaction records for the reporting to management, customers and committees

Be the advocate for the customer and adviser within the business, and in your interactions with them build a professional relationship built on trust and engagement in resolving case management and expressions of dissatisfaction raised to a high level of satisfaction

Work with all relevant stakeholders to achieve outcomes that meet the needs of customer to a high level of satisfaction

Communicate with all relevant stakeholders on progress of individual expressions of dissatisfaction and case management cases, escalating significant cases (loss, reputational, compliance) to line management immediately

Complete micro and macro analysis on the root cause of expressions of dissatisfaction

Requirements

Experience in financial services with strong customer service experience

Analysis and investigation skills with a scrupulous eye for detail

Excellent communication skills across all mediums

Exceptional stakeholder management skills with a proven track record in negotiation and influencing

Organisation and time management skills with a proven ability to work autonomously to deadlines

Strong Microsoft Excel skills including but not limited to formula writing, pivot tables, and rudimentary visual basic for macro manipulation

Organisation and time management skills with a proven ability to work autonomously to deadlines